topic How do I get a refund for error when setting up account in Get Support

How do I get a refund for error when setting up account

Tg10111 — Sat, 22 Apr 2023 20:40:40 GMT

I was charged for a 4g plan for 41$ and payment went through but it said “error” and did not make an account for me. I then selected a 3G plan and it worked and I was also charged for the 3G plan. Both transactions are still showing in my bank statement and it’s already been 4 business days since this happened. Is this now a problem for my bank? Is there not a return process for this? If not that is a scam. The 41$ charge says it from Telus. I don’t have a Telus account. I get a ticket voucher and the bot doesn’t understand the difference between my error and a simple porting error. Same code.

Re: How do I get a refund for error when setting up account

hTideGnow — Sat, 22 Apr 2023 19:16:32 GMT

hi @Tg10111 if it is a real charge on your CC and not a pending charge, submit ticket with CS agent at : https://publicmobile.ca/chatbot.

First type Contact,
then select the only choice there: "Contact..",
from the list of , choose "Other"
finally click link the blue link about submit a ticket
Another page will open and just follow: .

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: How do I get a refund for error when setting up account

softech — Sat, 22 Apr 2023 19:18:55 GMT

@Tg10111 yes, you should open ticket with PM support, other than the charge, make sure it was 2 accounts created as you will see 2 charges next month if not dealt with

1. Please open ticket via Chatbot (requires access to My Account): click this Chatbot Ticket Link

Then click "Click here to submit a ticket ↗" to open the ticket submission page
Next, enter your Community login, then enter your question. Finally use My Account login or 4 digits PIN to validate.

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

Re: How do I get a refund for error when setting up account

BKNS27 — Sat, 22 Apr 2023 19:19:00 GMT

@Tg10111

You will need to contact a CS_Agent to get a refund and change to the plan you are wanting.

Please note that the extra charge will remain as a credit that will apply to your next bill. A refund may take up to 30 days to process.

Re: How do I get a refund for error when setting up account

Tg10111 — Sat, 22 Apr 2023 19:28:46 GMT

Thanks, as I mentioned I had changed to the 3G plan and it worked so I have an account. I just can’t access the failed account. Not sure if any payments that are on a non existing account will be added to my account now. Nor do I have access to prove it happened. Just a bank statement and a transaction number.

Re: How do I get a refund for error when setting up account

hTideGnow — Sat, 22 Apr 2023 19:31:34 GMT

hi @Tg10111 just submit ticket and they can trace from credit card

Re: How do I get a refund for error when setting up account

dabr — Sat, 22 Apr 2023 20:41:09 GMT

@Tg10111 Were you actually activating a brand new account with PM or just changing plans in self serve and didn't see the plan change? If the latter then you need to refresh the account by clicking the refresh icon bottom right of page or login to the account again using incognito/private mode because of caching issues with the site.

Also, it's recommended to Change at Next Renewal for plan changes because PM (normally) doesn't refund/rebate for immediate plan changes.

If a new account then PM CSA's will be able to refund/credit any double payments charged if there was another account created during activation.